Conducts regular coaching sessions focusing on well-being, core performance, productivity, and professional growth, resulting in consistently meeting all monthly Key Performance Indicators (KPIs).Achieved exemplary scores in the quarterly Team Health Survey, demonstrating a high level of team satisfaction and engagement.Identified and promoted team members to new roles or responsibilities based on their skills and performance, fostering career growth and development within the team.Implemented Quarterly Performance Reviews, Performance Improvement Plans (PIPs), and Performance Monitoring to address performance issues promptly and effectively, ensuring team members remained on track towards achieving goals.Handles escalated cases and ensuring customer issues are addressed promptly and effectively by - understanding the Issue, suggesting workarounds, setting expectations, involving relevant teams for resolution, and conducting Root Cause Analysis (RCA) after the case.Led the planning, strategy, and implementation of changes in the Ideation Board, overseeing a team of two Team Leaders from other regions.Developed a new process for submitting ideas to address duplicate efforts and gaps in knowledge, promoting a culture of process improvement and innovation.Championed the transition to a new tool/repository, streamlining workflows and enhancing efficiency across the organization.

As an Early Tenure Coach for new GHD workstation specialists, my role is pivotal in ensuring that new hires are properly trained, supported, and guided to meet or exceed performance expectations. Here's a breakdown of my responsibilities: Preparing Training Schedule: Develop a comprehensive training schedule that covers all necessary topics and aligns with the onboarding timeline for new hires. This schedule should include sessions led by trainers as well as practical hands-on experience. Reinforcing Knowledge: Continuously reinforce the knowledge gained from training sessions through regular review sessions, quizzes, and practical exercises. This helps solidify learning and ensures that new hires retain important information. Coaching for Development: Identify areas for development for each new hire through performance evaluations, feedback sessions, and observation. Offer personalized coaching and support to help them overcome challenges and improve their skills. Ticket Reviews and Silent Call Monitoring: Review tickets and monitor calls silently to assess the performance of new hires in real-world scenarios. Provide constructive feedback based on these observations to help them improve their performance and customer interactions. Establishing Behavior: Help new hires establish behaviors that drive performance by setting clear expectations, providing role modeling, and offering guidance on best practices. Encourage positive behaviors such as proactive problem-solving, effective communication, and collaboration.

Provides efficient and effective high quality IT support service to McKinsey colleagues globally. Assisting Colleagues with Technical Concerns: Provide timely and effective support to colleagues facing technical issues with their Firm devices and applications. This may involve troubleshooting, providing guidance, or escalating complex issues to appropriate teams. Handling IT Requests: Address all IT requests from colleagues promptly and professionally, ensuring their needs are met and issues are resolved efficiently. Ticket Management: Document all requests and issues, track their progress, and ensure that tickets are updated regularly with the latest information. Assign tickets to other teams when necessary and follow up to ensure timely resolution. Sharing Constructive Feedback: Offer feedback on processes and suggest improvements to enhance efficiency and effectiveness. Additionally, share feedback with peers to foster a culture of continuous improvement and learning. Subject Matter Expertise: Serve as a member of the MS Office and My Time and Expenses expert team, providing specialized knowledge and support in these areas to colleagues and other teams. Mentoring New Hires: As a mentor, support and guide new hires by sharing best practices, providing assistance with technical issues, and helping them navigate their roles effectively. Knowledge Management: Create and modify knowledge articles to document new issues, solutions, and best practices. Publish these articles to the knowledge base to facilitate self-service support and empower colleagues to resolve issues independently when possible.